Carol Kao Yang

Senior Operations Processor

• Monitor AES (Automated Enrollment Solutions) for cases that come in throughout the day from TMCS (Treasury Management Client Services) to get assigned.
• All AES cases need to be acknowledged within 24 ours by attaching the Lockbox Maintenance form or if additional information is needed adding an FYI to the case and email the IC (Implementations Consultant).
• Monitor and complete all cases assigned within the SLA (Service Level Agreement) for request type.
• Monitor and respond to the Implementation email inbox daily. All communications should be sent through the Implementations e-mail box.
• Work floor issues as they come up (i.e., change internal settings as requested, answering floor questions, change requests from managers, coupons issues, programming issues, testing programming edits, etc.
• Print and complete all required audit forms for your case and provide Floor Notifications Fors to management.
• Ensure Floor Notifications Forms are received back within the 24-hour SLA (Service Level Agreement), verify completed & sign off, then to be filed.
• Wholetail Coupon Readability Testing
• All requests need to be logged to the Implementation request log in the Lockbox shared drive, preferably upon receipt of request.
• Assist on getting the Cash ready for Brinks pick up, supporting the production team on extracting lockbox payments, prepping incoming payments all ready to go for the extractor, print out logs for next month & reviewing month end audit logs for management such as Inventory Count Log, Cash Log, Dual Control log, Activity & Mail Manifest log.

Adjustments Corrections & Reconcilement (Wholesale)

• Partner with Client Service Officer and Treasury Management Client Services Resolution Team to resolve customer's account entries (duplicate post reversals, mis-applied payments, missing deposit, or items, etc.)
• Receiving and reviewing incoming work, researching, and resolving accounting entries, adjustments, transaction errors and compiling data using multiple online systems
• Adjusting customer accounts and other institutions for different types of errors using CSTAR system (double post, missing items, proof differences, etc.)
• Reconciling and calculating/balancing customer deposit accounts, transaction differences, and exceptions within item processing
• Resolve disputes for customers, clients, and vendors, related to balancing situations
• Communicate and correspond with other institutions and internal customers at all levels via telephone, email, and letter resolving issues successfully
• Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals
• Ability to organize, prioritizes, and works under extreme pressure and meet deadlines Take accountability for entire process from receipt of work to resolution and closure
• Works with cross functional departments on special projects
• Handling and resolving escalations whether it is payable/receivable from CSO/Treasury Management Client Services, other bank, and other internal departments (Fraud, Phone Bank, WF Mortgage, etc.)

Insurance Services (Accounts Receivable)

• Post incoming checks, wires on multiple systems, ACHs meeting all SLA deadlines processing in excess of 1,000 receipts monthly.
• Account Reconciliations and follow up with branches to resolve difficult issues .
• Prepare monthly Aging analysis and further researching difficult items that need to be adjusted .
• Prepare Month Close reports - Bad Debt Report, Recovery Report, and Suspense Account Report
• Prepared monthly audits to Iron Mountain for record retention.

Adjustments (Cross Channel Duplicates)

● Receiving and reviewing incoming work, researching and resolving accounting entries, adjustments, transaction errors and compiling data using multiple online systems.

● Adjusting customer accounts and other institutions for different types of errors u s ing CSTAR system (double post, missing items, proof differences and etc.)

● Reconciling and calculating/balancing regarding account deposits, transaction differences, and errors within item processing.

● Communicate and correspond with other institutions and internal customers at all levels via telephone, email, and letter resolving issues successfully.

● Take accountability for entire process from receipt of work to resolution and closure.

● Ability to organize, prioritizes, and works under extreme pressure and meet deadlines.

● Works with cross functional departments on special projects.

● Used as resources by my peers and managers.

● Joined the Q&A Team consisting of 3 other team members in September 2012, responsible for handling escalations and guiding others to resolution on cases.

● Received numerous of T.O.P Achieving Excellence Dollar Awards from teammates 1st, 2nd, and 4th Quarter of February, April, May, and September 2013 for achieving results, kind help, team player and great resources.

Return Items (Return Research)

●Receiving and reviewing incoming work, balancing, reconciling, researching differences in many general ledger accounts using multiple online systems ( Etran and RICS) .

● Research and communicate via telephone and email for discrepancies within internal or external departments

●Researched and resolved complex return item issues with what's right for the customer

●Take accountability for entire process from receipt of work to resolution and closure exercising judgment within guidelines.

● Contributed to document and workflows for returned item functions.

●Prepared/ shipped boxes to Iron Mountain for record retention.

● Help team members with questions related to Returns processing and provide error feedback for training purposes.

● Seek for additional task; close cases and help my peers on posting UPI work to customer's account.

●Ability to adapt to changes and learn quickly, organize, prioritize and work under extreme pressure and meet deadlines.

● Used as resources by my peers and managers.

●Contribute within department training new employee.

● 4 years of perfect attendance

●Promoted to a Processor III in March 2010 because of knowledge and skills

●Received T.O.P Team Excellence Dollar Award in October 2010 for achieving results and team work.

Return Items (Outgoing Returns)

● Data entry and ten-keys for researching customer's names and address in systems; entering transaction, verifying accuracy: resolving complex

customer issues using multiple resources and records: preparing, editing, distributing, and/or correcting specialized and/or complex documents.

● Including strong attention to detail and produce accurate work within stringent deadlines.

● Seek for additional task; to help balance end of day work once IBR release.

Return Items (Incoming Returns)

● Performs moderately complex key-entry work into CRT or PC; understanding and

analysis of data, identification of issues and follow-up.

● Receiving, sorting, batching and /or logging; validating data and making contacts to resolve simple

problems using the IRX system.

● Capture work into 7780's sorters.

EAPD/ATM Processing

● Verifying and matching data on documents.

● Data entry and ten -keys, receiving, logging work into computer, batching, and filing.

● Encode MICR information on checks using the proof machine.

● Key in check amount as a credit or debit so that each transaction balances.

● Key in check amount as a credit or debit so that each transaction balances.

● Encode MICR information on checks.

● Ten-keys